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CODESYS Priority Support

In case of technical problems when using products from the CODESYS Store, the CODESYS OEM Support will be happy to help you with the purchase of a CODESYS Priority Support.

Article no.
2107100000
€110.00
Plus VAT
main product photo

Product Description

Procedure for processing your CODESYS Priority Support

  • The tickets are processed on a first come, first served basis.
  • Within one working day (Monday - Thursday 08.30 - 17.00, Friday 08.30 - 12.00) you will receive an initial answer to the question you asked in your Support Ticket.
  • Please note: CODESYS Priority Support covers one hour of processing time. If your problem cannot be resolved within this time frame, we will let you know.

Redeeming and managing CODESYS Priority Support

If you have purchased a Support Ticket, there are two important places where you can find information about it:

  • Your account in the CODESYS Store: You can redeem your tickets here. You have an overview of which tickets you have already used and which you can still redeem.
  • Your account in the CODESYS Helpdesk: This is where all communication takes place, where you can securely store your files and view the processing history of your tickets.

To redeem your ticket, click on the menu item " My Support Authorizations " in your Store account. Here you can describe your request. Please attach all information that may be helpful for processing your request so that our support team can answer your question as quickly as possible. For more details, please refer to the following list.

If you would like to attach project files or other information, please use the CODESYS Helpdesk.

What information is required to process a support case?

  • System information
    • CODESYS version used (incl. affected add-on versions)
    • Operating system and its version
    • Description of the hardware structure
  • Description of the error
    • Detailed description
    • Observed symptoms
    • Proof of the error (e.g. log files, screenshots, Wireshark recording)
  • Reproducibility of the error
    • Exact steps to repeat
    • Description of actual state and target state
  • Project file
    • Complete project archive
    • Indication of any special features
  • Additional information
    • Measures already implemented (e.g. tests, analyses)
    • Documentation of external resources that can influence the error

CODESYS Priority Support

If you can already foresee that you will be making regular inquiries to CODESYS Support, you can purchase Premium Support in the Store. If you have purchased Premium Support, you can submit your requests directly via the helpdesk within the booked period. You do not need to purchase additional Support Tickets.

For further details on Premium Support, please refer to the Store under Premium Support: 

In which cases do you not need a CODESYS Priority Support?

  • By purchasing a CODESYS Runtime Toolkit, you are entitled to submit a request to CODESYS Support even without a CODESYS Priority Support (OEM Support).
  • If you have purchased CODESYS Premium Support.
  • If you have discovered a general bug in CODESYS products, please report it using the "My question" button in the CODESYS Store.
  • If the product for which you require support comes from a third-party provider. In this case, please contact the third-party provider directly.

Support


CODESYS GmbH

A member of the CODESYS Group

Memminger Straße 151
D-87439 Kempten
Germany

Support

This product includes a free addition to an otherwise paid support authorization of one hour of support. There is no time limit on redemption. 

To submit such a technical support request after purchase, a CODESYS Store account is required. After logging in, please use the "My Support Authorizations" list in your account or use the "My Question" contact form. After you have described and submitted your problem, the message will be forwarded to our technical support. They will contact you immediately to determine the next steps.

For general error messages or pre-sales inquiries, please also use the "My Question" contact form and select the appropriate department. This type of request can be used without logging in. A list of alternative support options can be found in the support section of the CODESYS Group website.

Supplier


CODESYS GmbH

A member of the CODESYS Group

Memminger Straße 151
D-87439 Kempten
Germany